Posted by TechTarget on January 4, 2019:

Channel partners can use unified communications APIs to help customers simplify business workflows. Learn about this niche opportunity and what trends will shape the market.

While channel partners in the unified communications market have traditionally profited from selling IP PBXs, phones and video conferencing systems, a new opportunity has become available: using APIs to extend UC functionality into business apps and workflow.

UC APIs let developers embed functionality like telephony and videoconferencing into applications, effectively eliminating the need for users to switch to a dedicated UC app to communicate, according to Nemertes Research. This enables partners to tap into UC APIs to create customized, value-added services for their customers.

This is a niche to explore: The market for services is projected to rise to 66% revenue share of the $39 billion unified communications and collaboration (UCC) market in 2019, as software, platform and endpoint revenues continue a steady decline, according to Frost & Sullivan. In 2018, hosted and cloud IP telephony and UC services dominated at 39% share of global UCC services revenue, the firm reported.

The biggest opportunity for partners using APIs is in customizing or building offerings that meet specific customer needs, said Irwin Lazar, vice president and service director at Nemertes.

Simplifying customer workflows

Services provider World Wide Technology (WWT), based in St. Louis, sees an opportunity in looking at new ways to use APIs for automation and analytics, such as provisioning UC services for hybrid deployments, said Derrick Monahan, practice manager of unified communications at WWT.

“Some customers want a simple workflow that expands outside of a traditional UC application,” he explained. “When we are helping customers with UC API engagements, we tend to look at the larger picture typically through an ideation process. As a result, we may help investigate ways to build a custom digital transformation outcome that may include… UC, mobility and customer experience.”

View the full article.

  • ServiceNow Automation & Orchestration Brochure

    Leverage WWT's ServiceNow Automation & Orchestration expertise to accelerate your company's ServiceNow journey. Our ITSM practice and Services Catalog of more than 50 no-touch automations can help you get the most out of this exciting technology.
  • Brownfield Modernization Demonstration Brochure

    To make brownfield modernization real for our customers and partners, we integrated an external Ethernet card into a 2004 six-axis Mitsubishi robotic arm.
  • Mobile Field Kit Overview

    WWT’s Mobile Field Kit is a fixed or portable threat monitoring system that can be used to secure the perimeter of the places of interest.
  • Pair Programming

    Numerous studies have shown that Pair Programming improves productivity and design quality with minimal economic impact to the customer.
  • Infographic: Data-driven Insights Create Richer Experiences

    WWT helps retailers unsilo data sources for insights that improve the brand experience, cement customer loyalty and boost ROI. See how in this infographic.